Make sure you buy your travel insurance before you leave the - Staysure process / web failure.

GriffChris

Hi All,
I recently visited the USA, Orlando for a ast minute business trip. Due to various reasons, I forgot to book before i left the UK, we had travel delays over the weekend of the storm 19th/20th Jan, lots of travel choas. I knew travel insurance was something I had to arrange but the wifi was not working on my train journey from Derby to Gatwick or when trying to book, the signal dropped or cart couldnt transact.
I eventually got on my plane and wifi wasnt working until we were airbourne, so by time we were up and away having tried again, but no luck.
When I finally got to the USA and arrived at my hotel I immediately went online and tried to purhcase a cheap and cheerful policy via a couple of providers via the comparethemarket site. On each case, the sites concerned recognised my IP address was not in the UK and said sorry we cant help. Arh ok i see, worked in SaaS i could see why this was happening.....I defaulted to my favouite serious travel ins brand and as past customer, was able to access my profile, clicked in my needs and booked it on Staysure. NO POP UP to say, sorry you are not in the UK. If so, I wouldnt have proceeded! Their process also allowed me to proceed, took my money and fired the policy and portal access to me. Great, i went off to bed 5 hrs behind Blighty thinking at least I am not covered.I contracted a nasty cough on the flight and after 2 days in an conference hall was suffering with a broncial cough. With the help of some local folks I know in Orlando, they fixed me up with a local Drs appt. I was tested for Covid and negative, provided with some lintus, inhaler and antibotics. Paid and started my treatment returned home on the Thurs, so only in US less than 4 days.
I made my claim online a week later and within a few days the Davis group who manage claims for Staysure rejected my claim. I replied to ask why and was informed by an agent that a pop up told me i couldnt buy your policy. Well I am sorry, but I walked that customer journey and no pop up popped up! Then why did their system then allow me to proceed and take my money!?
I am £300 out ot pocket, but what has horrified me is that had I been hit by a car, or had heart attack or something really nasty the implications for costs to my wife and family could have been horrendous. I work in software and passionate about what we call the user journey, ta gate was missing from Staysure to STOP you at the application stage (Easy done with IP address) and then esnure the application would not take your money and issue a policy that was worthless..
 
So my message to anyone travelling, if you want travel insurance, MAKE SURE YOU BUY BEFORE YOU LEAVE THE UK. 

Not sure where to go with my grevance, I have raised with Staysure, Davis group their cliams management company and popped a moan on twitter. Lesson learned! 

Happy travels!
Chris

DullGreyGuy

The warning about IP address is not to do with you "already travelling" but about the fact the seller doesn't have a license to conduct insurance business outside of the UK. You would have got the same problem had you tried to buy a single trip policy for a trip in 9 months time whilst in the US. There is no legal requirement for them to use IP geolocation to enforce the jurisdictional limits to their sales and some may decide its not worth it given how easy it is to circumnavigate with VPN

On the first page of the Stay sure it lists a number of criteria that you have to confirm:

• Residents of the United Kingdom, Channel Islands or Isle of Man for at least six months within the last 12 month period.
• Registered with a medical practitioner in your home country - which should be either the United Kingdom, Channel Islands or Isle of Man.
• Travelling from and returning to the United Kingdom, Channel Islands or Isle of Man.
• Not already travelling at time of purchase.
• Travelling for a minimum of 2 consecutive nights in pre-booked accommodation if the policy holders are travelling in their home country on Single Trip or Annual Multi-Trip policies.
• All travellers are not already covered for this trip by us.

Unfortunately this is one of those cases of making sure you read what you are agreeing to!

If you state the cough started on the flight and you bought the insurance after you landed then it would also be a pre-existing condition so even if the insurance had applied that condition would have been excluded. 


There are insurances you can buy when you are already travelling, designed mainly for those who need to unexpectedly extend their trips but would also cover those that forgot to buy beforehand but they are a minority and often not UK based. They equally would have had a pre-existing condition issue with the cough. 

Bradden

Just a thought.... could you not use a VPN to change your location to the UK?

mr_stripey

If it's a business trip, does your employer provide insurance?( I know mine does). If you are likely to have to travel last minute then may be worth having an annual rolling plan.

Also, you say "So my message to anyone travelling, if you want travel insurance, MAKE SURE YOU BUY BEFORE YOU LEAVE THE UK." but even though that is stating the blindingly obvious, I'd go further and say "make sure you buy as soon as you booked your trip"

Hoenir

Insurance contract law is well established. There's no grievance to be settled. 

GriffChris

DullGreyGuy said:

The warning about IP address is not to do with you "already travelling" but about the fact the seller doesn't have a license to conduct insurance business outside of the UK. You would have got the same problem had you tried to buy a single trip policy for a trip in 9 months time whilst in the US. There is no legal requirement for them to use IP geolocation to enforce the jurisdictional limits to their sales and some may decide its not worth it given how easy it is to circumnavigate with VPN

On the first page of the Stay sure it lists a number of criteria that you have to confirm:

• Residents of the United Kingdom, Channel Islands or Isle of Man for at least six months within the last 12 month period.
• Registered with a medical practitioner in your home country - which should be either the United Kingdom, Channel Islands or Isle of Man.
• Travelling from and returning to the United Kingdom, Channel Islands or Isle of Man.
• Not already travelling at time of purchase.
• Travelling for a minimum of 2 consecutive nights in pre-booked accommodation if the policy holders are travelling in their home country on Single Trip or Annual Multi-Trip policies.
• All travellers are not already covered for this trip by us.

Unfortunately this is one of those cases of making sure you read what you are agreeing to!

If you state the cough started on the flight and you bought the insurance after you landed then it would also be a pre-existing condition so even if the insurance had applied that condition would have been excluded. 


There are insurances you can buy when you are already travelling, designed mainly for those who need to unexpectedly extend their trips but would also cover those that forgot to buy beforehand but they are a minority and often not UK based. They equally would have had a pre-existing condition issue with the cough. 

Great feedback, the issue was very late decision, flight booked late Thurs for a Mon flight and a weekend of running around with family issues a borthday lunch and watching the weather due to the storm......thats why i missed the purchase. Normally would have aan annual policy, but changed jobs recently hence was not in place......thanks again for comments. Lesson learned I would not normally have encountered. 

DullGreyGuy

GriffChris said:

DullGreyGuy said:

The warning about IP address is not to do with you "already travelling" but about the fact the seller doesn't have a license to conduct insurance business outside of the UK. You would have got the same problem had you tried to buy a single trip policy for a trip in 9 months time whilst in the US. There is no legal requirement for them to use IP geolocation to enforce the jurisdictional limits to their sales and some may decide its not worth it given how easy it is to circumnavigate with VPN

On the first page of the Stay sure it lists a number of criteria that you have to confirm:

• Residents of the United Kingdom, Channel Islands or Isle of Man for at least six months within the last 12 month period.
• Registered with a medical practitioner in your home country - which should be either the United Kingdom, Channel Islands or Isle of Man.
• Travelling from and returning to the United Kingdom, Channel Islands or Isle of Man.
• Not already travelling at time of purchase.
• Travelling for a minimum of 2 consecutive nights in pre-booked accommodation if the policy holders are travelling in their home country on Single Trip or Annual Multi-Trip policies.
• All travellers are not already covered for this trip by us.

Unfortunately this is one of those cases of making sure you read what you are agreeing to!

If you state the cough started on the flight and you bought the insurance after you landed then it would also be a pre-existing condition so even if the insurance had applied that condition would have been excluded. 


There are insurances you can buy when you are already travelling, designed mainly for those who need to unexpectedly extend their trips but would also cover those that forgot to buy beforehand but they are a minority and often not UK based. They equally would have had a pre-existing condition issue with the cough. 

Great feedback, the issue was very late decision, flight booked late Thurs for a Mon flight and a weekend of running around with family issues a borthday lunch and watching the weather due to the storm......thats why i missed the purchase. Normally would have aan annual policy, but changed jobs recently hence was not in place......thanks again for comments. Lesson learned I would not normally have encountered. 

Book Thursday and fly Monday is last minute these days? Tsh, the youth of today.

Have been on my way into the office on the train and been asked to divert to Heathrow to go to the US for a meeting that afternoon! Team PA booked the flight whilst I was on the way, Mrs met me at Paddington with overnight bag and passport. These days its jumping onto a Teams meeting with lots of "your on mute" and "I'm struggling to hear is anyone else struggling?"... no way near as much fun nor as tiring, doesn't help my airmiles/status and not convinced you always get as good an outcome over being in the same room trying to resolve problems/conflicts etc but it is money saving.  

TELLIT01

The only grievance the OP should have is with the person they see in the mirror for not doing what MSE tried to din into everybody.  Book your travel insurance as soon as you book flights/holiday.

DullGreyGuy

TELLIT01 said:

The only grievance the OP should have is with the person they see in the mirror 

I have a lot of issues with that guy too!!

Hoenir

GriffChris said:

DullGreyGuy said:

The warning about IP address is not to do with you "already travelling" but about the fact the seller doesn't have a license to conduct insurance business outside of the UK. You would have got the same problem had you tried to buy a single trip policy for a trip in 9 months time whilst in the US. There is no legal requirement for them to use IP geolocation to enforce the jurisdictional limits to their sales and some may decide its not worth it given how easy it is to circumnavigate with VPN

On the first page of the Stay sure it lists a number of criteria that you have to confirm:

• Residents of the United Kingdom, Channel Islands or Isle of Man for at least six months within the last 12 month period.
• Registered with a medical practitioner in your home country - which should be either the United Kingdom, Channel Islands or Isle of Man.
• Travelling from and returning to the United Kingdom, Channel Islands or Isle of Man.
• Not already travelling at time of purchase.
• Travelling for a minimum of 2 consecutive nights in pre-booked accommodation if the policy holders are travelling in their home country on Single Trip or Annual Multi-Trip policies.
• All travellers are not already covered for this trip by us.

Unfortunately this is one of those cases of making sure you read what you are agreeing to!

If you state the cough started on the flight and you bought the insurance after you landed then it would also be a pre-existing condition so even if the insurance had applied that condition would have been excluded. 


There are insurances you can buy when you are already travelling, designed mainly for those who need to unexpectedly extend their trips but would also cover those that forgot to buy beforehand but they are a minority and often not UK based. They equally would have had a pre-existing condition issue with the cough. 

Great feedback, the issue was very late decision, flight booked late Thurs for a Mon flight and a weekend of running around with family issues a borthday lunch and watching the weather due to the storm......thats why i missed the purchase. Normally would have aan annual policy, but changed jobs recently hence was not in place......thanks again for comments. Lesson learned I would not normally have encountered. 

Some years a work colleague flew to the US office urgently. Everyone overlooked adding them to the corporate travel policy. Required an emergency op to remove a gallstone. Hospital wouldn't do anything until $15,000 was wired as a deposit.  

GriffChris

Hoenir said:

Insurance contract law is well established. There's no grievance to be settled. 

Sadly one doesnt always read the small print!